IT Service Desk / Desktop Support Analyst (Cross-Skilled) - Rotating Shift
The Service Desk / Desktop Support Analyst provides 24×7 IT support for both onsite and remote users, acting as the first point of contact for incidents and service requests.
The role combines Service Desk operations and onsite Desktop Support, supporting both office-based and work-from-home employees in a fast-paced BPO operational environment.
Key Responsibilities
Service Desk Support (L1)
Serve as the first point of contact for IT incidents and service requests via phone, chat, email, and ticketing portal.
Provide remote troubleshooting for Work-From-Home users, including:
VPN connectivity
Microsoft 365 issues
Endpoint compliance issues
MFA authentication issues
Remote access troubleshooting
Log and manage tickets using Autotask Service Management platform.
Perform initial troubleshooting including:
Password resets
MFA unlocks
Email and Outlook troubleshooting
Microsoft Teams issues
VPN connectivity issues
Printer access and shared resources
Escalate complex issues to L2 Engineers.
Desktop Support (Onsite)
Provide hands-on technical support for desktops, laptops, peripherals, AV equipment, and workspace devices.
Perform:
Device imaging and deployment
Hardware troubleshooting (RAM, SSD, display, battery)
Peripheral and printer setup
Support VIP users and executive requests.
Provide walk-up and urgent support during live operations.
Operational Duties
Support onboarding and offboarding processes.
Maintain accurate ticket documentation and updates.
Support endpoint security policies and device compliance using Microsoft security tools.
Qualifications
Bachelor’s Degree in IT or Computer Science
2–4 years IT support experience
Experience supporting BPO or enterprise users preferred
Technical Skills
Windows 10 / Windows 11 troubleshooting
Microsoft 365
VPN troubleshooting
Endpoint management
Autotask ITSM
Remote support tools
Microsoft security policies
Preferred Certifications
CompTIA A+
ITIL Foundation
Microsoft 365 Fundamentals
- Role type
- Information Technology Support
- Role
- IT Support Specialist
- Locations
- Jollibee Tower, Ortigas Center, Pasig City, Uptown Place, Bonifacio Global City, Taguig
- Work Schedule
- Shifting Schedule (24×7 Rotating Shifts)
- Shifting Schedule?
- true
- Shifts with Daylight Savings?
- false
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.